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Reviews (11,740)
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Reviewed 19 October 2017

I was so pleased we were treated like royalty it is a beautiful resort but better than that the employees made the trip for me I want to mention a few who were above and beyond in their service Eric Dias concierge in the lobby helped us each day with one question or another so pleasant and professional. Also Jesus blanco restaurant manager made sure we were taken care of at every restaurant Ariel Delgado captain at Italian restmade sure everything was special gondola rodriguez third floor went out of his way even got medication for me Adolfo Rodriguez and that in rhird floor pool excellent help and helpful all with what ever we needed these things will be the reason for me to return

Stayed: October 2017, travelled with friends
Thank nancycappello
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Francisco G, Gerente at Hard Rock Hotel Cancun, responded to this reviewResponded 21 October 2017

Hello nancycappello,

Thank you so much for sharing your wonderful experience on your last visit to Hard Rock Hotel Cancun. We are thrilled to learn that our amazing staff made you feel like Rock Celebrities during your entire stay. I'm also pleased to know that you could enjoy all our facilities and visited all our restaurants.

Thank you so much for choosing our hotel for your vacations, hope we can see you back very soon!

Best Regards,

Francisco García
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 October 2017 via mobile

We are members here, and it never fails to disappoint. Everything is outstanding as it always is. Our butlers Gustavo and Jess went above and beyond. Tharvin in at the pool is exemplary, as well as the pool staff. Would highly recommend!

Stayed: October 2017, travelled as a couple
Thank rogerandsusan
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Francisco G, Gerente at Hard Rock Hotel Cancun, responded to this reviewResponded 19 October 2017

Hello rogerandsusan,

Thank you so much for sharing your latest experience at Hard Rock Hotel Cancun. I'm pleased to learn that our band members went above and beyond to make your fell like a Rock Star Celebrity and helped you to have an awesome time with us.

Thank you so much for taking the time sharing your comments with us. We are looking forward to welcome you again.

Best Regards.

Francisco García
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 October 2017

The Hard Rock-Cancun is a very beautiful resort but what made the stay amazing was the professional staff to help us during the week. Some employees that went above expectation were:
**Erick Dias, concierge. Eric worked with us every day to guide us to a very successful visit. I truly enjoyed his taking time to talk to us about the Mayan culture. Truly a 5 star employee.
**Jesus Blanco, restaurant manager. Jesus guided us to all the restaurants with various suggestions for especially delicious meals. His follow up to see if we were satisfied was consistent and appreciated.
**Tharvin, 3rd floor pool. Tharvin hustled all day to provide excellent service with lounges, towels and especially the face mist and cold face towels.
**Adolfo Rodiguez, 3rd floor pool. Adolfo went above expectation to provide us with our drinks and food requests for many hours.
**Gonzalo, 3rd floor concierge. Gonzalo provided us help with our boarding passes and explanation of the checkout process making our departure easy and seamless.
**Ariel Delgado, Ciao's Capitan. Ariel was very attentive to us while we dined at Ciao's. The best way to explain this service is that we ate at Ciao's three times during our stay.
I would highly recommend the Hard Rock-Cancun.
Nancy C. and Barb K.

  • Stayed: October 2017, travelled with friends
    • Location
    • Rooms
Thank bkrogulecki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Francisco G, Gerente at Hard Rock Hotel Cancun, responded to this reviewResponded 19 October 2017

Hello bkrogulecki,

Thank you so much for taking the time sharing your most recent visit to Hard Rock Hotel Cancun, we are thrilled to know that you had a great time with us, and also to know the name of all our band members that made you feel like a Rock Star. I'm also very glad to learn that you could enjoy all our food and drinks offer.

Thank you so much for recommending us. We hope we can have the honor to host you in the near future.

Best Regards,

Francisco García
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 October 2017 via mobile

My best holiday to date and I’ve fell in love with Cancun! I stayed Rock Royalty and preferred to stay in the main pool, the entertainment team made the holiday! I can not explain how welcome and how much Beba made my holiday! She was amazing! A huge part helping keeping all the guests entertained with her energy and happiness and organisation! So thank you! Also Beto, cool guy with a great personality! Erika also did not stop dancing the full holiday

Thank you hard rock!

Stayed: October 2017, travelled with friends
Thank calvinfox19
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Francisco G, Gerente at Hard Rock Hotel Cancun, responded to this reviewResponded 18 October 2017

Dear calvinfox19,

Thank you for choosing our destination as the main stage of your recent Rockstar vacations! I'm really happy to see that you were pampered by Beba, Beto, Erika and the rest of the team, I will share your kudos with them. I hope we can have another opportunity to continue to pamper you and Rock together.

Sincerely,

Francisco García
General Manager
Hard Rock Hotel Cancun

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 17 October 2017

Awesome staff and great location. Too many great employees and unable to list all of them. We have been members for almost 15 years and HoF the last two years. Customer Relations team of Catarina, Teresa and Tavo are amazing and every stay they personally make us feel like part of their family. Can't brag enough abut butlers Nerra and Sussie. Pool area is awesome, Media, Leon, Maky, Tharvin, Conchi, Feddy, Karem and Victor are hardworking and go above and beyond. Entertainment staff led by "Batman" are tireless.
Best breakfast is at Zen with waitress Gio's wonderful smile every morning. Frida is the wife's fav dinner spot for the tortilla soup. Yajaira and Alex at Frida make dinner better by their warm welcoming demeanors and whatever you need or want they will make it happen. Inpanema ask for Chalo or Santos and you will be treated like royalty. At Ciao, Noel a very humble by hard worker also is an employee that goes above and beyond every night.
For the last several years we have been visiting the location twice a year for two weeks and never leave disappointed. The wife always enjoys her massages and our Romantic dinner on the beach. We have yet to find an employee here that will not make every effort to make you feel special!
Be back in six months with our 4 year old grandson who loves the place!

Room Tip: If available Ocean view is amazing.
  • Stayed: September 2017, travelled with family
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank raulrO9144BD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Francisco G, Gerente at Hard Rock Hotel Cancun, responded to this reviewResponded 18 October 2017

Hello raulrO9144BD,

Thank you so much for taking the time, sharing with us your experience on your last visit to Hard Rock Hotel Cancun. I'm impressed to see all the names of the people that year after year work very hard to make your stay better that the last one. Make sure I'll share your kind comments with all of them to motivate them to keep up with the good work.

Thank you so much for choosing our property and for visiting us again, we are looking forward to your next visit.

Best Regards,

Francisco García
General Manager
Hard Rock Hotel Cancun

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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